Since implementing CallMiner in June 2024, Checkatrade has experienced “huge amounts of change,” focusing on understanding the impact of communication strategies, sentiment analysis and email outreach on their contact centre’s efficiency.

Join Rico McLeod, Speech Analyst, and Mark Richardson, Senior Transformation Support Manager at Checkatrade as they share their journey of leveraging sentiment analysis to identify and address agents’ pain points, enhancing overall service levels while driving intelligence into product decisions and marketing strategies. Discover how Checkatrade’s collaborative approach across departments is not only reshaping their customer engagement, but also empowering agents with the tools they need to thrive amidst evolving marketplace demands.